Report for May 2020

Report Date
May 2020

Report compiled by Muriel Mewissen (IS Apps Programme Manager) for Jim McGeorge (USG), Kate Brook (D&A), Jenny Shaw (D&A), Rebecca Gaukroger (SRA), Gillian Simmons (SRA), and other interested business area owners.


Section One: Programme Commentary, RAG and Resources Update


During May, work continued despite most staff and suppliers continuing working from home and ongoing disruption from the current Novel coronavirus (Covid-19) outbreak.

The planning for USG015 Clearing 2020 completed and work is progressing on setting up a distributed, remote call centre to support Clearing results days.

The USG014 Development and Alumni CRM Procurement is reporting and AMBER status. There is a risk that it could be impacted by the review and prioritisation of 20/21 budgets currently ongoing.

As a result, the overall USG Other Programme status is AMBER.

Please note that the project RAG status is following the guidelines available on the Project RAG status guidance page.


Forward Look - May 2020


Resources to end May 2020

The budget for session 2019/20 increased from 352 days to 391 days following return of days from HRS to the portfolio contingency , see PRICCL 124.


Section Two: Projects Not Started

There is no new project planned to start this session.


Section Three: Projects in Progress

Project Info

Project Managers Commentary

USG014 Development and Alumni CRM Procurement


Category: Discretionary


Target Date Title
09- Jun-2020 Contract Award completed
11-Sep-2020 Delivery (Contract signed)
25-Sep-2020 Closure
RAG Status


Report by Ben Armstrong for May 2020

Achievements this period

  • Completed scenario demo evaluation and consensus meetings
  • Completed evaluation of commercials
  • CIO approved evaluation outcome
  • Confirmed governance process requirements via IT Committee (ITC)


  • The Procurement Manager was absent on sick leave for a couple of weeks; cover was provided by the Procurement Office but the project timeline has been delayed by a couple of weeks and a set of revised milestones is to be put forward for the project team's approval; as a result the Time RAG has been shown as AMBER this month
  • Due to the Covid-19 situation, Development and Alumni have reviewed their financial budgets for 20/21 and are facing issues trying to source the necessary funds to purchase new CRM software.  Discussions are ongoing within USG, and advice being sought from Procurement Office.  As a result, the Cost RAG has been shown as AMBER this month

Next Steps

  • Liaise with Development and Alumni to confirm budget situation and next steps, including notifying ITC
  • Where possible, proceed with intention to award and the subsequent standstill period

USG015 Clearing 2020

Target Date Title
29-May-20 Requirements for Workflows
19-Jun-20 Recruitment of Operators
01-Jul-20 Call Centre Infrastructure In Place
03-Jul-30 Operator Training
03-Jul-30 Initial Test of Call Centre Functionality
17-Jul-30 Full Test of Call Centre
07-Aug-2020 Scottish Clearing (4-7 Aug)
17-Aug-2020 rUK Clearing (13 - 17 Aug)
28-Aug-20 Deliver Project Outcomes
30-Sep-20 Project Closed

Category: Discretionary



RAG Status


Report by Frankie Quinn for May 2020

Achievements this period

  • Project Brief approved 
  • Demonstration of Remote Call Centre by Gamma 
  • Confirm 3rd party supplier for call centre (Gamma) and confirmed their requirements
  • Started operator recruitment
  • Began creating workflows for this years clearing


  • The current COVID-19 restrictions mean that it is likely we will not be able to operate a call centre from a single location. So solutions are being sought  to allow operators to work remotely, which comes with a number of challenges.
  • The Government may impose restrictions on the numbers of students the university can recruit which may have an impact on whether clearing has to happen and at what scale. We will need to await further information regarding this.

Next Steps

  • Provide Gamma with all required information
  • Complete workflow planning
  • Secure potential spaces on University Campus for use as call centre if permitted
  • Confirm contact number to be used for clearing
  • Complete Operator Recruitment 


Section Four: Closed or Withdrawn Projects

Project Info Project Manager's Commentary
USG012 ThankQ Infrastructure Upgrade This project was started in August 2018 and was closed on 21 February 2020. The Closure Report is available to view.
USG013 Clearing 2019 This project was started in March 2019 and was closed on the 25 October 2019. The Closure Report is available to view.
Programme Status
RAG Status
Has formal escalation taken place?
Escalated to
Programme Owner, ISG CIO


Not available.